Logistics company was going through a period of constant growth, especially thanks to the e-commerce business. Both its customers and end-customers have been increasing their demands in terms of communication regarding the fulfillment of committed deadlines. It was costly for the company to identify incidents early, so it was not able to inform customers when there was a change in the delivery date. In order to solve this problem, it was decided to develop a minimum viable product (MVP) to anticipate problems in meeting delivery times by implementing a proactive incident management process.
The tool made it possible to anticipate problems in meeting delivery times by implementing a proactive incident management process.
Based on the use of innovation methodologies (e.g. sprints) and a multidisciplinary work with different areas of the company, it was possible to generate in six weeks:
that makes it easy to identify in what state the product is in.
such as the requirement of "puncture" at removal, which allows to increase part traceability
in order to be able to take timely action on each piece of equipment.
in which identifies problems encountered with addresses, e-mails and numbers provided by customers
thus reducing your uncertainty and standardized communication for reporting shipping incidents.
On average, 634 alerts are generated daily for parts with no movement, equivalent to 3.2% of parts
1,306 messages would be sent to customers indicating that the established date would not be met.
As for the information provided by customers, the gap is 59.8% invalid e-mails and 3.7% invalid numbers. We are still working to reduce this gap to 0%.
The withdrawal rate was raised by 5% for the Green Sale business.
156,285 messages were sent to customers to confirm receipt of the product, with a response rate of 7.6%.
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